Every once in a while, two agents may have the same ticket open at the same time. When this happens, things can easily get messy: customers may receive conflicting responses on the same issue from both agents, or changes made by one agent may be accidentally undone by the other.
To keep things under control, Zammad will alert you to potential conflicts by displaying an avatar in the lower-lefthand corner for every agent that has that ticket open.
A little pen icon appears if someone is currently editing this ticket: ✏️
This way you know to have a little patience to avoid misunderstandings.